Senior Focal Support Engineer

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

Job Description

We are looking for a Senior Focal Support Engineer to join our team in Tokyo, reporting to the Manager of Product Support within the Customer Success Organization.

Our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions.

We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential.

Responsibilities

Provide Tier III focal support over phone and email to independently diagnose and resolve complex security and network issues.

Communicate with assigned customers and pods to keep them updated on progress and resolutions.

Partner with the Product, Engineering, and Escalation teams to assist customers with testing or troubleshooting efforts

Reproduce customer issues to verify problems and provide feedback to the Engineering and Operations teams

Minimum Qualifications

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain

7+ years of experience in technical support or a related technical field

University degree in IT, Computer Science, or a related field

Proficiency in troubleshooting, debugging, and working directly with customers

Preferred Qualifications

Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency

In-depth understanding of enterprise networks and infrastructure, TCP/IP, including reading packet captures and general diagnostics

Experience with Internet protocols including HTTP and its proxies, SMTP, DNS, LDAP, and FTP

Experience with open source system administration (Windows, Linux, FreeBSD) and the proficiency to read packet captures using Wireshark

#LI-Hybrid

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including: